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Role Description

As a Patient Services Advisor, you will serve as an expert on Small Door for pet parents. Your role is pivotal in assisting pet parents joining Small Door while providing personalized service and advice for their pets’ healthcare needs. You will be instrumental in driving growth through individual patient acquisition and supporting existing clients with their medical and non-medical questions. This remote position requires close collaboration with our In-Practice Teams and Remote Teams.

• Engage with potential clients via phone, establishing rapport, and driving bookings to our practices.
• Deliver an exceptional member experience by conveying empathy and warmth over chat and phone communication.
• Conduct outbound sales calls and follow-ups.
• Achieve individual sales, renewal, and service goals.
• Contribute to the development and refinement of team processes.
• Engage with Small Door members through text-based chat and phone to provide telehealth services and support.
• Maintain comprehensive knowledge of our offerings.
• Assist in the support of onboarding new members.
• Embody and uphold Small Door’s mission of delivering extraordinary care in every interaction with members, patients, and colleagues.

For your schedule, you are expected to work 4-10 hour shifts, normally 8am-6pm on weekdays and 9-5 on weekends.

Qualifications

• 2+ years of experience of veterinary medicine background.
• Strong verbal communication skills, especially over the phone.
• Self-motivated, team player, attention to detail, and customer service oriented.
• Ability to connect with others, exudes empathy and compassion.
• Ability to triage; knowledge of recognizing medical emergencies and illnesses.
• Passionate about our mission.
• Proficient in computer skills and technology.

Benefits

• Competitive compensation and commission.
• Health, dental + vision insurance and other benefits.
• An opportunity to make a real impact on the people around you.
• A collaborative family of people who live our core values and have your back.
• A clear career path with opportunities for development, both personally and professionally.

Company Description

Small Door is membership-based veterinary care designed with human standards that is better for pets, pet parents, and veterinarians alike. We designed and delivered a reimagined veterinary experience via a membership that includes exceptional care, 24/7 telemedicine, and transparent pricing - delivered with modern hospitality in spaces designed by animal experts to be stress-free. We opened our flagship location in Manhattan's West Village in 2019 and have quickly expanded across the East Coast. Small Door now operates in New York City, Boston, Washington DC, Maryland and Virginia with continued expansion plans in 2026.